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Level 1 Team Lead

Honda North America
United States, California, Chino
October 20, 2022
American Honda Motor Co., Inc.
Description

What Makes a Honda, is Who makes a Honda

Honda has a clear vision for the future, and it's a joyful one. We are looking for individuals with the skills, courage, persistence, and dreams that will help us reach our future-focused goals.

At our core is innovation. Honda is constantly innovating and developing solutions to drive our business with record success. We strive to be a company that serves as a source of "power" that supports people around the world who are trying to do things based on their own initiative and that helps people expand their own potential. To this end, Honda strives to realize "the joy and freedom of mobility" by developing new technologies and an innovative approach to achieve a "zero environmental footprint."

We are looking for qualified individuals with diverse backgrounds, experiences, continuous improvement values, and a strong work ethic to join our team.

If your goals and values align with Honda's, we want you to join our team to Bring the Future!

About this Position:

The Level 1 Team manages all aspects of complex cases involving death, injury, accidents, property damage, vehicle fires and compensation claims, in support of the Contact Center.

The Team Lead reviews, assesses, and approves TREAD coding of Level 1 cases (including death, injury, accidents, property damage, vehicle fires and compensation claims) for resolution consistent with company, state and federal guidelines. Thorough research and review of all pertinent information is required to ensure that Honda's position is reached in the best interest of the customer and the company, and to protect all parties from subsequent liability. Additionally, the Team Lead handles escalations, provides support to 10-15 Case Managers for complex Level 1 cases identifies and communicates coaching opportunities for the Level 1 team, evaluates customer issues and coordinates activities and vehicle inspections, and ensures overall customer satisfaction, repurchase intent, and protects brand image. The Level 1 Team Lead may also be involved with additional special projects as well as assisting with case management.

The WMS Super User will serve as American Honda's WMS (Warehouse Management System), LMS (Labor Management System) and RF expert for the Parts Center. The Super User will address operations issues and reconfiguration issues within the systems. The Super User will also assist operations by developing and providing reporting as needed.

Responsibilities include:

CRRS Case TREAD Coding Review



  • Review, approve and provide correctional feedback for Level 1 Case Management CRRS case handling and TREAD coding.
  • Ensure all reported injury, death, property damage, fire and rollover allegations have been accurately coded in the CRRS case issue.
  • Confirm correct technical coding has been included to identify the customer's concern.
  • Case handling must be consistent with department procedures and company business practices.


Team Supervision



  • Provide direction and guidance to Case Managers consistent with Work Instructions.
  • Review Level 1 CRRS Dashboard and provide Case Manager with feedback to ensure department objectives are achieved.
  • Conduct ongoing case review and evaluation of the performance for individual team members.
  • Monitor daily case activity for improvement opportunities and promote the enhancement of information resources.


Performance Objectives



  • Collect and evaluate all information necessary to effectively address customers' questions and concerns.
  • Plan, organize, and schedule case actions and commitments to ensure case resolution and overall customer satisfaction.
  • Collect, document, and code case to accurately reflect customers' issue and resolution activity.
  • Apply knowledge and experience to address each case in a timely manner, balancing the benefits to the customer and AHM.
  • Proactively serve the customer by developing action plans and following through to resolution.
  • Consulting with the Region Manager, Mediation, DPSM, HNA Law or other appropriate personnel when necessary for customer's Right of Review.


Policy Adherence

Evaluate and employ AHM Policies and Procedures as guidelines for managing complex cases.

Training & Professional Development



  • Develop and improve skills through training plans (Honda Learning Center, Instructor Led Courses, online modules, etc.).
  • Use Quality Assurance feedback to identify gaps in knowledge and prioritize training needs in the interest of Lifetime Owner Loyalty.


Qualifications

Who we are seeking:

We are looking for qualified people and diverse background and experiences, open minds, and a disciplined work ethic, to bring the future to Honda.

Required Work Experience:



  • Minimum of 2 years in a customer-focused environment which required initiative, decision making and problem solving, preferably in the automotive industry
  • Minimum 1 year in a customer-focused environment, which required initiative, decision making and problem solving, preferably in the automotive industry
  • Strong logic and reasoning skills
  • Must have good leadership, people management and interpersonal skills with the ability to work with all levels of staff
  • Must have good communication and presentation skills, along with exceptional planning skills
  • Excellent organizational, negotiation and selling skills
  • Ability to provide excellent customer service and bring forth positive resolutions
  • Proficiency in MS Office software (Excel, Work, PowerPoint and Outlook)
  • Working knowledge of Honda systems preferred (CRRS, EVRM and iN)
  • Automotive technology/systems knowledge (product, warranty, field and dealer operations)
  • Automotive technical aptitude preferred
  • Strong understanding of automotive TREAD reporting preferred



Required Education:



  • Bachelor's degree or relevant automotive related work experience preferred



Desired skills:



  • Effective communication skills, both written and verbal
  • Strong project management skills
  • Excellent customer service


Additional Position Factors:



  • Workstyle: Field


At Honda, you will play a key role in our journey to become a company that society wants to exist now, and in the future. Your endless curiosity will drive innovation and your courageous spirit will challenge the status quo. We believe having a workforce made up of diverse thinkers and innovators makes us a better Honda. Respect for each other and respect for diversity each and every day drives our associates to contribute at the highest level and work effectively in a team environment. We make the dream of mobility a reality with our innovative and high-quality products. Together, we Bring the Future to our customers, associates, and communities. We are Honda!

What differentiates Honda and makes us an employer of choice?

Total Rewards:



  • Competitive base salary
  • Annual Bonus
  • Industry-leading Benefit Plans (Medical, Dental, Vision)
  • Paid time off, including vacation, paid holidays, sick time, and personal days
  • 401K Plan with company match + additional contribution
  • Relocation assistance (if eligible)
  • Company Vehicle


Career Growth:



  • Advancement opportunities
  • Career mobility
  • Education reimbursement for continued learning
  • Training and Development programs


Additional Offerings:



  • Wellbeing program
  • Community service and engagement programs
  • Product programs
  • Free drinks onsite



Honda is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor.



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